Resolution

Complete release requests and manage the resolution process

Resolution

In this chapter, you'll learn how to navigate the resolution process within the Total Property platform. We'll show you how to start a release request, initiate a resolution, complete a release request, confirm evidence, and respond to release requests. You can follow the step by step guide or watch the video tutorials.

How to start a release

Click the ‘Deposits’ tab and find your deposit. Select ‘Start release request’
Complete the required information, including the release reason and any other mandatory fields
Review the details to make sure they are correct, then select ‘Submit’
A confirmation message will appear to confirm that your release request has been submitted successfully

Your release request has now been successfully submitted.

Remember: Double check all information before submitting, as incorrect details may delay the processing of your request.

How to start release request and complete

1. Login to your online account and go to the tab Start release request

2. Provide the date you vacated the property

3. Add any documentation you think may help your case should resolution need to be initiated

When you vacant your rental property, you need to formally request the return of your deposit from your landlord or agent. If you are not happy with the amount that gets returned, then you are entitled to start a release request.

Reminder: Documentation can also be provided later, if you do not have your documents ready

5. Confirm if any money has been returned to you from the agent or landlord directly

6. Add your bank details to confirm your request

7. Press ‘submit and send’ to submit release request, and to notify a member of our team to respond to your request

Please note: You cannot cancel a release request, once the member has responded

As a tenant, you have two options to resolve your dispute. You can continue negotiating through the negotiation platform, or you can initiate resolution, which passes your case to one of our dedicated case assessors for evidence review.

How to initiate resolution

1. Confirm the amount of money that has already been returned to you directly by your landlord or letting agent

2. Click the ‘Initiate’ button. This will take you to the release request form, where your case status will change to evidence review

Remember: Once your case has been initiated, both parties will have 10 working days to submit and confirm their evidence.

Please note: You can either use our free alternative dispute resolution service or you can choose to take the matter to court

How to confirm evidence when resolution is initiated

In your online account, locate the 'Tenant's evidence' section
Click ‘Attach evidence’, upload your file, and then click ‘Save’
Click ‘Confirm’ to submit your evidence
Wait for the other party to submit and confirm their evidence. Once both parties have done so, your case will move to the resolution stage. A dedicated case assessor will then be assigned to your case and will contact you shortly

Important note: Make sure you have uploaded all of your evidence before clicking Confirm. Once your evidence has been submitted, you will not be able to upload any additional evidence.

How to respond to a release request

In your online portal, navigate to the ‘Resolution panel’ on the right hand side
Select ‘Insured-backed’, then click the RR reference number to view your release request
Enter the date you vacated the property and your bank details
Click ‘Add’ to proceed to your release request
Review the proposed settlement and either accept the offer or submit a counter offer

How to place a counter offer

Enter your proposed settlement amount and provide a reason for your counter offer
Confirm that you have reviewed all settlement details
Click ‘Renegotiate’ to submit your counter offer

Please note: Once you submit a counter offer, it cannot be withdrawn or cancelled, and the other party will be notified.